ING Bank Romania: 7 in 10 customers apply for personal loans 100% online, straight from their mobile phones – almost one third outside regular working hours.

71% of ING Bank Romania customers who apply for a personal loan do so 100% online, directly from their mobile phone, via the Home’Bank app, according to the bank’s press release. Almost one third of them access the loan outside ING branch working hours (9:00–18:00), including after midnight. In addition, 20% prefer to apply during the weekend.

For granting a personal loan, no income documents or trips to the bank are required. If the customer chooses to initiate and complete the digital process in a single session, the average observed duration is approximately 8 minutes.

Customers can access amounts between RON 2,000 and RON 200,000, for a term of up to 5 years, with the money credited to their account instantly.

ING has launched a new digital process for personal loans in Home’Bank.

„The new granting flow for ING Personal has been completely redesigned to offer users an even simpler and more intuitive journey. As a result, customers who intend to take out a personal loan can choose between a standard loan or one with refinancing, benefit from integrated credit insurance, an NAFA (National Agency of Fiscal Administration) inquiry optimized for speed, as well as clear information and a user-friendly design.” – the bank said.

„The new process allows refinancing of the following ING products: personal loans, credit cards, and overdrafts. At key moments in the process that may raise questions, users receive explanatory information on screen, ensuring clarity and transparency.”- the bank explained.

„The new ING Personal loan process has been designed to be more intuitive than ever, bringing the role of the financial advisor closer into the digital environment. We wanted to transform a conversation with a consultant into a clear, simple, and coherent digital experience, so that our customers feel confidently guided at every step.

A key aspect is that the entire process unfolds at each customer’s own pace. Customers can review their options, change their minds, pause the process, and return to it at any time, as progress is automatically saved up to the point they have reached. We encourage customers not to rush, as the entire process was built to allow them to reflect and return once they have made the best, well-informed decision. As a result, there is no time pressure, and our customers can resume the process at any time, day or night, from wherever they feel most comfortable.” – said Roxana Cristea, Head of Lending Retail Banking, ING Bank Romania

According to the bank, ING customers can take out a loan instantly, directly from ING Home’Bank, 100% online, with no trips to the bank required. Those who are not yet ING customers but wish to become one can download the ING Home’Bank app on their phone and open an account directly in the app using only a valid identity card, fully digitally.

„At any time, users can request partial or full early repayment (closure) of their personal loan, either through the Home’Bank internet banking service or at an ING branch.” – the bank added.

„In 2017, we innovated by launching the first instant personal loan, fully online, with the same terms and costs as in ING branches. Today, we aim to take innovation even further for our customers by creating the most intuitive digital lending process on the Romanian market”, completed Roxana Cristea, Head of Lending Retail Banking, ING Bank Romania.